Automated customer service is increasingly becoming the future of customer experience. As customers continue to seek timesaving options that still deliver efficient service, brands are challenged to meet such demand with advanced technology and optimized contact center practices. One such practice is the adoption of IVR systems, or interactive voice response, which are essentially telephony menu systems that use either speech-recognition or touch-tone technology to enable the identification, segmentation, and routing of callers to the most appropriate agents. Here are five ways IVR systems drive seamless customer experiences to benefit customers and companies alike.
IVR systems allow customers to connect with the most appropriate agent quickly. Customers are able to select the options they need by clicking or touching their way through menus without needing to listen to the entirety of each option. Features such as automated speech recognition and text-to-speech in multiple languages can greatly enhance the customer experience, and dropped calls are far less likely when IVR systems are in place. In addition, IVR systems with automatic callbacks can help customers save time when they are kept waiting too long in a queue, while scheduled callbacks allow customers to decide when to be contacted by a qualified agent to further save them time.
Visual IVR menus further eliminate the need for speech recognition by allowing customers to touch their way through visual interfaces. In addition, visual IVR systems make it easier to get into an agent queue when necessary, while supporting text-to-speech in multiple languages on both the inbound and outbound sides of a call. The process is seamless and automatic, allowing agents to better manage customer queues and accurately estimate waiting times.
Agent efficiency approves as agents gain more time to focus on other tasks or serve customers on other channels. Agents may also find confidence in knowing that the system routes callers to the most qualified agents, ensuring that they are the best match for the specific customer case at hand.
As smartphone use continues to grow, customers are increasingly researching and making purchases on their mobile devices. IVR systems are therefore ideal for facilitating the sales process when customers need support, especially when in-store or in the middle of a purchase. Brands may drive sales through IVR by making it easier for customers to initiate or finalize a purchase through such a system. Customers will save time and appreciate self-service options when making purchases, boosting a brand’s image for reliability and great customer experience while driving sales.
IVR systems also allow significant cost savings to contact centers. Agents do not need training to find information that the system will automatically provide. This also means that agents will spend less time on the phone with customers, as customers do not need to speak to multiple agents before reaching the one who can ultimately solve the customer’s issue or help close a sale. Less time on the phone translates into savings for the company as costs on the expensive voice channel are driven down.
IVR systems are ideal tools for connecting customers to the right agents at the right times. The combination of automated and personalized service is key to delighting customers, driving sales, and creating great customer experiences for the modern era. Stay tuned for the next blog post on IVR best practices.
